Press One for Outstanding Customer Experience
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The Challenge
While telcos are regarded as a catalyst for a digital life, many incumbents predate the digital era and are held back by siloed legacy systems, outdated operating models, and a neglect of data. As a consequence customers suffer from a painful experience across a variety of touchpoints, and our client has to work twice as hard to resolve tickets without any clear direction on what information is required or accurate data.
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The Approach
BCG Platinion was able to transform the customer experience using a human-centred design process implementing an employee-to-employee (E2E) customer journey. Work began by deploying a Platinion squad composed of a Product Owner, Human Centred Designer, and Architect interviewing over 50 stakeholders to prioritize customer pain points and expectations, resulting in three target state customer journeys for incident management, service requests and new provide. BCG also set the blue sky vision for a customer-centric incident and delivery management experience for the client via high fidelity Proof of Concepts which would provide E2E visibility to the client’s customers. The entire transformation was brought to life through human centric design leaps, digital product innovation and architecture catalysts
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The Impact
- Absolute consistency in the customer experience
- Improved performance from customer-facing staff
- Increased automation and leaner processes
- Enhanced visibility into data
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Looking Into the Future
The client is now equipped with the necessary tools and methods to realize their “Northstar” vision of becoming a truly digital, customer-centric organization. Cross functional collaboration has expedited the decision making process and reduced resolution times across multiple products and services. And adopting a human-centric way of working, with customers and employees involved at every stage of the transformation, has dramatically improved NPS and internal efficiencies.
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More to Explore
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Everybody is feeling the impact of climate change on the environment – for instance, in the form of dramatic natural disasters in areas that were previously rarely affected. As such, a catastrophic natural disaster in the heart of a Europe has severe consequences, including loss of lives and livelihood. BCG and BCG Platinion were immediately on hand to enhance resilience in a European region hit by the worst catastrophe in its recent history. The team worked with passion and deliberation to develop a sustainable and resilient concept to better deal with similar situations in the future.
The Core & Beyond - A Tailor-Made Transformation
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Setting up a Secure and Resilient IT Infrastructure in the Cloud
Everybody who considered Europe’s energy infrastructure as safe against attacks got an eye-opener when the Nord Stream 2 natural gas pipeline erupted on the Baltic seabed: It clearly is not as safe as previously thought. With the winter looming ahead, energy service providers have to assure the security and resilience of critical infrastructure. This is not only limited to physical buildings, but must also focus on IT, especially in the light of a rising number of cyberattacks. Especially for older IT infrastructure that is difficult to modernize, migration to the cloud has proven to be a solution, severely improving security and resilience, not only in the long-term, but also in the short-term.
